not paying claims for co -payments

MedExpense Gap Cover is the worse gap cover u can get. I had a co payment on hospital submission. Send all the proof, yet it was rejected due to the fact that the medical aid did not pay the hospital bill immediately, Yet the policy say it will refund u the co-payment. with a previous claim I waited almost a month just to get an answer and that claim was also rejected. for out of hospital MRI scan where I had a co payment, as they say co payment and short fall is different. yet the document I had when I took out my policy in 2018 said co-payment, they changed the wording on the new documents to short fall. Never send new documents. Please look out for the catch as I am paying since 2018 and when u have a claim what a struggle to get your money.